Guidelines regarding handling of complaints In Ministries and Departments

Subject:- Guidelines regarding handling of complaints In Ministries and Departments.

The undersigned is directed to refer to this Department’s O.M. of even number dated 18.10.2013 on the above subject and to say that the Ministries/Departments of the Government of India have been seeking clarifications from this Department on operation of the aforesaid O.M. The matter has been considered and it is clarified as under:

(j) ‘Anonymous complaints’ are such complaints which do not carry both, name and address of the complainant and need to be dealt with in terms of para 3 (1) of the DOP&T O.M. dated 18.10.2013 referred to in para 1 above, irrespective of the nature of allegations.

(ii) The complaints other than anonymous complaints which contain vague allegations need to be dealt with in terms of para 3 (ii) of the DOP&T OEM. dated 18.10.2013 referred to in sub- para (j) above.

(iii) The complaints which contain verifiable allegations and are not anonymous, need to be dealt with in terms of para 3 (lU) of the DOP&T O.M. dated 18.0.2013 referred to in para 1 above